NAM Collections Supervisor

The NAM Collections team based in Manila needs a Collections Supervisor who will be responsible in managing the day to day operations of the 15 team members handling collections in North America.  The NAM Collections Supervisor will ensure that the set cash collection, reserve, collections rate and AR DSO targets, KPIs and SLAs are met on a monthly and annual basis.

KEY RESPONSIBILITIES

1. Supervise, manage and support direct reports on their deliverables by a) analysing/ monitoring client A/R account balances for past due; b) making client contacts as per collections strategy (e.g. comfort calls, e-mails, follow-ups); c) utilizing collections tools and workflow to manage contacts; d) escalating collection issues to business and finance managers as needed; e) successfully handle and resolve most non-routine issues, and escalate to top management issues that cannot be resolved; f) ensuring all work is performed in accordance with targets; and g) planning and organizing work so that Service Level Agreement objectives are realized.
2. Manage the team’s collections portfolio and prioritize debt issues.
3. Provide month end reports and regular updates to the leadership and business teams.
4. Recruit, interview and hire qualified Collections team resources as needed.

SOFT SKILLS

Gravitas – Display strong, positive, and impressive attitude when interacting with internal/external clients.

Tenacity – Ability to handle difficult conversations. Assertive and able to steer discussions towards mutually favorable resolution.

Tact – Effectively negotiates payment and solutions when addressing client concerns, issues, and complaints.

Keen to Detail – Thoroughly reviews reports and client’s ledger and use their analysis to identify the root cause and/or devise the appropriate action plan.

Relationship Management – Safeguard the long-standing goodwill relationship with internal/external clients.

WTW is an Equal Opportunity Employer